IT Helpdesk

6 days ago

Taguig, National Capital Region, Philippines Systemantech, Inc Full time ₱384,000 - ₱576,000 per year

Position Summary:

As an IT Helpdesk Support, you will be the first point of contact for our clients, providing technical support and assistance with their IT-related issues in St. Luke's. Your primary responsibility will be to ensure our clients have a seamless and efficient experience while resolving their IT problems. This role plays a crucial part in maintaining customer satisfaction and the overall success of our organization.

Key Responsibilities:

First-line Support: Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.

Problem Resolution: Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.

Documentation: Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.

Knowledge Sharing: Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.

Client Education: Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.

Remote Assistance: Utilize remote desktop tools to access and troubleshoot clients' computers, servers, and devices.

Customer Service: Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.

Incident Management: Manage and track incidents and service requests to meet defined service level agreements (SLAs).

Continuous Improvement: Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.

Qualifications:

Basic knowledge of commonly used operating systems, software applications, and hardware components.

Excellent problem-solving and communication skills.

Customer-oriented with a commitment to delivering exceptional service.

Ability to work well under pressure and in a fast-paced environment.

IT certifications are advantageous.

Experience with remote support tools and ticketing systems is a plus.

Fresh graduates are welcome to apply

Job Type: Full-time

Pay: Php16,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Education:

  • Bachelor's (Required)

Work Location: In person

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